How to Create a Buyers Agent Referral Partner Information Pack.

Do not begin with design.

First identify the professionals who will receive the pack.

They may include:

• Mortgage brokers

• Accountants

• Financial advisers

• Solicitors and conveyancers

• Selling agents

• Property managers

• Relocation professionals

• Building professionals

• Other buyers agents

• Selected business or community partners

A mortgage broker will have different questions from a selling agent. An accountant will be concerned about professional boundaries, while a relocation professional may want to understand how remote inspections and communication are handled.

Create one accurate core pack, then adapt key sections for each partner category.

The pack should help the partner do three things:

1. Recognise a suitable client.

2. Explain why an introduction may be useful.

3. Make the introduction easily and confidently.

It should not attempt to secure a formal partnership without a conversation.

The document supports the relationship. It does not replace professional assessment, appropriate disclosure or a properly documented referral arrangement where one is required.

A referral partner does not need your complete business history.

In many cases, a focused document of approximately four to eight pages will be enough. The exact length will depend on the number of services and partner types.

A practical pack might include:

1. Cover and short positioning statement

2. Personal introduction

3. Who you assist

4. Referral triggers

5. Services and process

6. Client protection and professional boundaries

7. Referral and communication process

8. Team, proof and contact details

Supporting material can be provided separately when requested.

The cover should identify the purpose immediately.

Include:

• Business name

• Referral partner information pack

• Short service description

• Principal contact

• Professional photograph or simple brand image

• Document date or version

A suitable positioning statement may be:

Professional property search, assessment and acquisition support for referred buyers.

Or:

Helping financially prepared buyers move from an approved budget to a considered property purchase.

Avoid slogans that make exaggerated promises.

Examples to avoid include:

• We always buy below market

• Guaranteed off-market access

• The secret to property wealth

• We find the perfect property every time

The cover should establish professionalism, not make a claim that the rest of the document cannot support.

The introduction should acknowledge the importance of the partner’s client relationship.

For example:

Your clients may rely on you long before they begin attending property inspections. By the time they consider using a buyers agent, you may have already helped them clarify important financial, legal or personal decisions.

We respect that existing relationship. Our role is to provide property-specific assistance while keeping other professional questions with the appropriate adviser. This pack explains the clients we assist, how our acquisition process works and what you and your client can expect after an introduction.

This addresses a concern many partners may not state directly:

Will you look after my client and respect the relationship I have already built?

Give the partner a clear description of your ideal client.

Include:

• Buyer type

• Purchasing purpose

• Service area

• Property type

• Purchasing stage

• Typical problems

• Relevant budget considerations

• Required readiness

• Services available

For example:

Who we assist

We assist:

• Owner-occupiers purchasing established residential property

• Property investors who have received appropriate financial and taxation guidance

• Interstate and remote buyers

• Time-poor professionals

• Buyers unfamiliar with the local market

• Buyers who have been searching without progress

• Buyers seeking independent assessment and negotiation

• Clients requiring auction representation

Our complete search service is most suitable for buyers who have clarified their finance position and are ready to develop a practical property brief.

The description should be specific enough for a partner to recognise an appropriate client.

A clear description of unsuitable work can increase confidence.

Depending on your business, this section may explain that you do not accept:

• Purchases outside your service area

• Property types outside your expertise

• Buyers seeking financial or taxation advice

• Clients expecting guaranteed capital growth

• Buyers seeking guaranteed below-market purchases

• Briefs that remain significantly unrealistic

• Work involving unresolved conflicts

• Development or project stock where you cannot act independently

• Searches that cannot be completed responsibly within the required timeframe

Use professional wording.

For example:

If a client is not yet ready for our service, we will explain which preparation steps may be required. We will not pressure the client to proceed or accept an engagement that falls outside our expertise.

This reassures the partner that unsuitable clients will be treated respectfully.

Referral partners need situations they can recognise during ordinary client conversations.

A general statement such as “Refer anyone buying property” is too broad.

Referral triggers for mortgage brokers

A client may benefit from an introduction when they:

• Have clarified their purchasing range but do not know where to buy

• Have been pre-approved but are making little progress

• Keep missing suitable properties

• Are concerned about overpaying

• Have limited time for research and inspections

• Plan to buy interstate

• Want support with property assessment or negotiation

• Are preparing to bid at auction

Referral triggers for accountants and financial advisers

A client may benefit when they:

• Have decided to explore a property purchase

• Have received appropriate strategic advice

• Need to turn a purchasing range into a property brief

• Want property-specific research and acquisition support

• Are considering an interstate investment

• Need help comparing locations or properties

• Have struggled to complete the purchase independently

Referral triggers for selling agents

A buyer may benefit when they:

• Miss a property and need broader search assistance

• Are relocating from another area

• Need independent representation

• Require negotiation or auction assistance

• Are searching beyond the agent’s available listings

• Have an active but poorly defined brief

Referral triggers for solicitors and conveyancers

A client may benefit when they:

• Have repeatedly requested contract reviews without making progress

• Need help finding or assessing property

• Are uncertain about market value

• Want professional representation during negotiation

• Are purchasing remotely

• Require a more structured acquisition process

Referral triggers make the relationship practical.

Some clients may require other preparation first.

This section might say:

The client may need to complete another step first if:

• Finance has not been explored

• The purchasing purpose is unclear

• Ownership or taxation questions remain unresolved

• Important decision-makers are not involved

• The expected budget and brief appear significantly misaligned

• The client requires advice outside our professional role

• The intended purchase is only a distant possibility

• Another property must be sold before the next step can be considered

Explain that the partner is welcome to contact you if they are uncertain about timing.

An early conversation may still be useful, but the client should not be encouraged to engage a complete property search service before they are prepared.

Do not rely on package names without explanations.

Full search and acquisition

For buyers who require assistance from strategy and brief development through to search, assessment and negotiation.

The service may include:

• Purchasing brief development

• Location research

• Property search

• Selling agent contact

• Property screening

• Inspections

• Comparable sales research

• Due diligence coordination

• Offer strategy

• Negotiation

• Auction representation

• Purchase support

Appraisal and negotiation

For buyers who have already identified a property and require assistance assessing relevant market evidence and negotiating within authorised instructions.

Auction representation

For buyers who have selected and assessed a property but want an authorised representative to bid on their behalf.

Other defined services

Include any additional service only if it is genuinely provided, such as brief development, location research or a defined property review.

The partner should understand which service may be appropriate without being expected to recommend a package on your behalf.

A simple process demonstrates that the client will not disappear into the business after introduction.

A complete service may follow these stages:

1. Introductory discovery call

2. Assessment of client readiness and service fit

3. Written proposal

4. Review of engagement documents

5. Strategy and brief development

6. Location and property research

7. Search and property screening

8. Inspection and assessment

9. Specialist due diligence coordination

10. Offer, negotiation or auction representation

11. Purchase support

12. Completion and professional follow-up

State that the final process depends on the service and buyer circumstances.

Do not describe every enquiry as automatically progressing to an engagement.

This is one of the most important sections.

The pack should state:

• Who acknowledges the referral

• How quickly the client is contacted

• What the first conversation covers

• Whether the conversation has a fee

• How service suitability is assessed

• What happens if the client is not ready

• When the partner receives an update

• How permission is handled

For example:

What happens next

After receiving a warm introduction, we will:

1. Acknowledge the introduction promptly.

2. Contact the client within the agreed timeframe.

3. Arrange an introductory discovery call.

4. Learn about the proposed purchase and current preparation.

5. Explain which service may be suitable.

6. Provide written information where appropriate.

7. Keep the referral partner informed of relevant progress with the client’s permission.

8. Return questions outside our role to the appropriate professional.

This gives the partner confidence in the handover.

Explain how referred clients will be treated.

Your commitments may include:

• Prompt acknowledgement

• Clear service explanations

• Transparent fees

• No pressure to proceed

• Accurate representations

• Respect for existing professional relationships

• Appropriate professional boundaries

• Protection of private information

• Regular client communication

• Disclosure of relevant commercial relationships

• Honest assessment of service suitability

• A clear complaints or concern process

For example:

We understand that every introduction reflects the trust you have built with your client. We will explain our role clearly, provide transparent information and never pressure a client to appoint us. If our service is not suitable, we will say so and recommend an appropriate preparation step where possible.

Avoid promising that every client will purchase successfully or achieve a particular financial result.

The partner needs to know which questions will remain with them or another professional.

A clear section may state:

Our role

We provide property-specific assistance, which may include search, inspection, research, assessment, negotiation and auction representation.

We do not replace

• Mortgage brokers or lenders

• Accountants

• Financial advisers

• Solicitors or conveyancers

• Building and pest inspectors

• Engineers

• Town planners

• Insurance professionals

• Other appropriately qualified specialists

Our commitment

Questions about finance, taxation, ownership structure, legal matters, building condition or personal financial strategy will be returned to the relevant professional.

This protects the client and demonstrates professional maturity.

Be direct.

A mortgage broker may be concerned that you will introduce another broker. An accountant may be concerned that you will provide taxation opinions. A selling agent needs to know that your buyer briefs and offers are genuine.

A suitable section might say:

We respect the professional relationships already supporting the client. We do not replace an existing adviser without a genuine client-led reason. When a question falls within the referral partner’s role, we direct it back to that professional. Relevant progress updates are provided where the client has agreed.

You may also explain that:

• The referral source is recorded

• The client’s existing advisers are noted

• Team members can see professional boundaries

• The partner is contacted when relevant information is needed

• The partner is acknowledged at appropriate stages

• Private information is shared only when authorised and necessary

Explain which updates may be provided.

Depending on the relationship, these might include:

• Introduction acknowledged

• Contact attempt completed

• Discovery call arranged

• Client not yet ready

• Client appointed the agency

• Search commenced

• Property under serious consideration

• Offer or auction approaching

• Purchase secured

• Search paused

• Client no longer proceeding

Do not promise to provide every update to every partner.

The appropriate information will depend on the partner’s role and the client’s permission.

For example:

With the client’s agreement, we will confirm when contact has been made and provide relevant progress updates. We do not share private conversations, financial information or property advice unless the client has authorised it and the information is required.

Make the referral easy.

For example:

Hi Olivia,

As discussed, I would like to introduce you to James from Northside Buyer Advocacy. James assists buyers with property strategy, search, assessment and negotiation across the areas you are considering.

James, Olivia is preparing to purchase a family home and would like to understand whether professional buyer representation may be useful. Olivia has agreed to this introduction, so I will leave you both to arrange a suitable time to speak.

Also provide a shorter version:

James, I would like to introduce you to Rebecca, who is preparing to purchase an investment property. Rebecca has agreed for you to contact her to explain your process and determine whether your service is suitable.

The template should not encourage the partner to send sensitive personal or financial information.

Partners may understand your service but remain unsure how to introduce the idea.

Provide a short explanation they can use.

For example:

You have now reached the stage where the finance and broader planning are becoming clearer. The next challenge is developing the property brief, identifying suitable opportunities and assessing each property carefully. If you would value help with that part of the process, I can introduce you to a buyers agent who specialises in it.

Or:

A buyers agent represents the buyer during the property search and acquisition. Their work may include location research, property screening, inspections, assessment and negotiation. Whether the service is suitable will depend on the assistance you need.

This wording informs the client without applying pressure.

Provide short profiles for the team members who will genuinely work with referred clients.

Include:

• Name

• Position

• Relevant experience

• Service area

• Property speciality

• Role during the engagement

• Qualifications or licences

• Direct contact details where appropriate

Avoid filling the pack with senior team members the client is unlikely to meet.

If the person receiving referrals is different from the person delivering the service, explain the handover process.

A small amount of carefully selected evidence can reassure a referral partner.

Consider including:

• A testimonial mentioning communication

• A short referred-client case study

• An example involving the same client type

• A sample progress update

• A summary of relevant experience

• An example of your property assessment process

• Feedback from another professional partner

Choose proof that addresses the partner’s concern.

A mortgage broker may value evidence that finance questions were handled correctly and updates were provided. An interstate professional may value a case study demonstrating remote inspections and communication.

Obtain permission before using identifiable client or partner information.

Do not use one purchase result to promise a similar outcome for every referral.

The pack does not necessarily need every fee, but it should not create uncertainty.

Depending on your business, provide:

• Typical service categories

• General fee structure

• Whether fees are fixed or percentage-based

• Whether an engagement fee applies

• Whether GST is included

• Possible additional service costs

• Third-party costs that are not included

• Confirmation that the complete fee is provided to the client in writing

If fees vary substantially, explain why.

For example:

Fees depend on the service, search area and work required. Every client receives a written proposal setting out the complete scope, professional fee, GST and possible additional costs before deciding whether to proceed.

Do not ask partners to explain or defend your fees for you.

If the partner may receive a referral fee, commission, marketing benefit or another commercial advantage, explain the arrangement clearly and ensure it is handled appropriately.

The pack may need to state:

• Whether a referral benefit exists

• Who pays it

• When it becomes payable

• Whether it affects the client’s fee

• How it will be disclosed

• How the client’s freedom to choose is protected

Commercial arrangements should be documented separately where required.

Do not use the information pack as the only record of an agreement between businesses.

Obtain suitable advice if you are uncertain about professional, licensing, insurance or disclosure requirements.

Useful questions may include:

Does the client need finance approval first?

Explain the level of finance preparation you normally require and when an early conversation may still be useful.

Will you contact the client immediately?

State the normal response process and what happens if the client cannot be reached.

Will you keep us informed?

Explain that relevant updates are provided according to the client’s permission and the partner’s role.

What happens if the client is not ready?

Explain that you will identify the next preparation step rather than pressure the client to engage.

Do you provide financial or taxation advice?

State your professional boundaries clearly.

Do you only source off-market properties?

Explain that you assess advertised, pre-market and suitable off-market opportunities.

Do you guarantee a particular purchase result?

Explain that you provide a professional process but do not guarantee price, savings, growth, timing or access.

Who will look after the client?

Name the main contact and explain the team structure.

How are fees explained?

Confirm that the client receives written scope and fee information before appointment.

Can we speak with you before making an introduction?

Encourage the partner to discuss uncertain situations without sharing private client information prematurely.

Keep most of the pack consistent, but adapt several pages.

Emphasise:

• Financially prepared buyers

• Finance questions returning to the broker

• Property-specific milestones

• Auction and offer timing

• Protection of the broker relationship

• Client-permitted progress updates

Emphasise:

• Strategy and taxation questions being resolved first

• Property-specific acquisition work

• Professional boundaries

• Property information that may be required

• Commercial conflicts

• Coordination with the broader advisory team

Emphasise:

• Current service locations

• Active buyer profiles

• Property brief quality

• Inspection reliability

• Clear offers

• Independent representation

• Accurate handling of off-market opportunities

Emphasise:

• Legal questions returning to the legal professional

• Contract timing

• Due diligence coordination

• Buyer instructions

• Clear communication before offers and auctions

Emphasise:

• Investor clients preparing to acquire another property

• Rental information remaining separate from financial advice

• Coordination after purchase

• Protection of the management relationship

• Relevant investor referral triggers

Some partners will not reopen the full pack when a client opportunity arises.

Include a separate one-page summary containing:

Refer when the client:

• Has clarified their purchasing range

• Needs help developing the property brief

• Is unsure where to buy

• Has limited time

• Is purchasing remotely

• Has been searching without progress

• Needs assessment, negotiation or auction support

We provide:

• Brief development

• Location and property research

• Search and screening

• Inspections

• Property assessment

• Due diligence coordination

• Negotiation and auction representation

Introduction process:

1. Obtain the client’s permission.

2. Introduce both parties.

3. We acknowledge the introduction.

4. We contact the client.

5. We provide an appropriate update.

Main contact:

Include the person’s name, role, telephone number and email address.

This page should be useful without the rest of the document.

Use:

• Clear headings

• Short paragraphs

• Simple lists

• Readable type

• Consistent branding

• Genuine team photographs

• Enough space around the content

• Page numbers

• A clear version date

• Direct contact details

• A one-page reference sheet

Avoid:

• Dense pages

• Small text

• Excessive stock photography

• Long award lists

• Unsupported claims

• Complicated diagrams

• Several competing calls to action

• Important disclosures in very small print

• Outdated profiles

• Several versions with no clear date

The pack should be easy to read on a mobile telephone, tablet and computer.

One person should be responsible for reviewing and updating it.

Review the pack when:

• Services change

• Fees change

• Team members change

• Service areas change

• Professional requirements change

• A referral partner asks a repeated question

• The introduction process changes

• Contact details change

• A testimonial or case study becomes outdated

• A commercial arrangement changes

Add a version date to the pack.

Remove old versions from active use so partners do not continue referring clients under outdated information.

Do not send the document without explanation.

A suitable message may say:

Thank you for meeting with me today. I have attached our referral partner information pack, which summarises the clients we assist, common referral triggers and what happens after an introduction. The quick reference page may be particularly useful when a client is preparing to purchase.

Where possible, talk the partner through:

• The ideal client

• Two or three referral triggers

• The introduction process

• How the client relationship will be protected

• The main contact

• Any commercial arrangement

A pack supports the relationship. It does not create one by itself.

Track:

• Packs provided

• Partner meetings completed

• Questions received

• Warm introductions

• Qualified referred buyers

• Discovery calls completed

• Clients engaged

• Unsuitable referrals

• Common misunderstandings

• Referral sources

• Partner feedback

• Time between receiving the pack and making an introduction

If partners repeatedly send unsuitable clients, the referral criteria may not be clear enough.

If they understand the service but do not make introductions, the relationship may need more trust, not a more elaborate document.

Reusing the client brochure

Referral partners need different information from prospective buyers.

Making the pack about awards

Explain how clients are handled and professional relationships are protected.

Describing the ideal client too broadly

Give partners recognisable referral situations.

Failing to explain unsuitable referrals

Show when another preparation step should happen first.

Using generic service names

Explain what each service includes.

Hiding professional boundaries

State which advice remains with other professionals.

Omitting the introduction process

Make the handover simple.

Failing to address communication

Partners want to know whether they will hear what happened.

Ignoring commercial arrangements

Document and disclose benefits appropriately.

Creating one version for every profession

Tailor the most important pages to each partner category.

Allowing the pack to become outdated

Assign an owner and version date.

Before providing the pack, confirm that:

• The intended partner is clear.

• The document explains who you assist.

• Suitable referral triggers are included.

• Unsuitable or premature referrals are addressed.

• Services are explained plainly.

• The client process is clear.

• Professional boundaries are visible.

• Client protection commitments are realistic.

• The partner relationship is respected.

• The warm introduction process is simple.

• Client permission and privacy are considered.

• Progress updates are explained.

• Team members and contact details are current.

• Fees are described at an appropriate level.

• Commercial benefits are documented and disclosed where required.

• Testimonials and case studies have permission.

• Claims about access and outcomes are accurate.

• A one-page quick reference is included.

• The design is readable on mobile.

• The pack has a version date.

• A specific person owns future updates.

A strong referral partner information pack does not attempt to impress another professional with the size of the business.

It gives them practical confidence. They can see who you assist, when an introduction makes sense and how their client will be treated. When the pack is clear, accurate and supported by reliable service, it becomes a useful part of a referral relationship that can grow over many years.